Head of Member Support, UK/Europe

About Tide

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.6 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to help SMEs save both time and money.

Tide Facts

• Tide is available for UK, Indian, German and French SMEs
• Over 1.6 million members: 800,000 UK and 800,000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - we’re diversity champions!
• We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, India
  
  

About The Team

Our Support team is available 24/7, providing members with personalized assistance from our experts. We actively collect feedback to create user-friendly technology and serve as the voice of our members. Our support is accessible through social media, phone, in-app messaging, and email.

About The Role

As the Head of Member Support, you will play a pivotal role in shaping and scaling Tide’s customer operations to deliver world-class support for our growing member base. This is an exciting opportunity to lead a critical function, ensuring operational excellence, strategic alignment, and customer-centric innovation as we expand across Europe.

• Drive European Expansion: Ensure operational scalability in European markets by effectively utilising current resources and aligning country launches with Tide's mission.
• Align Strategy and Execution: Integrate Member Support operational and product strategies with broader company goals, ensuring timely delivery of roadmap initiatives and key business outcomes.
• Ensure Sustainable Growth: Review and improve key unit economics for cost-effective scaling of support operations as the cross-country member base grows.
• Elevate Performance Metrics: Maintain and enhance crucial KPIs (First Response Time, Rate, Phone Pickup, SLA, CSAT, NPS) to meet local and global targets.
• Develop Operational Strategies: Define Customer Operations strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Shape Strategic Vision: Contribute insights and analysis for organisational strategic plans by outlining user requirements, technical specifications, and standards for production, productivity, quality, and service.
• Build and Lead Top-Tier Teams: Recruit and retain exceptional customer support teams, offering direct and indirect leadership for daily tasks and long-term goals.
• Optimise Customer Operations: Monitor, analyse, and audit performance, resolving team challenges. Create action plans for improvement and oversee implementation and QA.
• Uphold Financial Objectives: Meet call center financial targets by forecasting staffing and tool needs, crafting quarterly budgets, analyzing variances, and taking corrective action where necessary.
• Establish Performance Frameworks: Design actionable measurement tools to gauge the effectiveness of day-to-day processes for internal and external stakeholders.
  
  

What We Are Looking For

Tide is seeking an exceptional leader with a passion for delivering transformative customer experiences.

• Leadership Experience: 8+ years in customer operations, preferably in fintech or fast-growing scale-ups.
• Strategic & Hands-On: Proven ability to design and execute customer-centric strategies at scale.
• Customer Focus: Deep commitment to enhancing customer experiences at every touchpoint.
• Inspiring Leader: Skilled at building and motivating world-class teams with a culture of empowerment and accountability.
• Data-Driven: Strong analytical mindset with expertise in using data and feedback to drive improvements.
• CRM Expertise: Advanced knowledge of platforms like Zendesk, Kustomer, Freshdesk, or equivalent.
• Agility & Innovation: Thrives in fast-paced environments, delivering creative, data-backed solutions.
  
  

What You’ll Get In Return

• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Option
  
  

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

Disclaimer

It Has Come To Our Attention That Individuals Or Agencies Are Falsely Claiming To Represent Tide And Are Reaching Out To Candidates Regarding Job Opportunities. Please Be Aware That

• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official @tide.co email address.
• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.
  
  

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [email protected]

Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.